I have read lots of complaints about this - but I still wanted to do it myself. Two weeks ago I contacted support and was told that it can only be changed on expiry, and they would set my family group not to be renewed. A couple of days before the renewal was due I got a text saying that it would be renewed and the (standard group) fee taken from my account. I called again ans was told that it really was cancelled this time.
On the day it expired I was charged for the extended group, so tried to add new members, and it didn't work. I phoned up and they said (you guessed it) that they would have to cancel my standard group and that I would be able to add the numbers in 24 hours.
48 hours later I tried again and it still didn't work. I contacted support and they said they would do it for me. I gave them the numbers and they said "which numbers do you want removing". I told them none - that's why I had switched to the extended family bolt on. They said "just a muinite" and after a few minutes they said that they couldn't do anything themselves but had passed it to support who would get back to me.
Surely extending a family group is such a common requirement that this should be a smooth or even an automated process. I have been waiting two and a half weeks since I originally asked to extend the group. I'll let you know when they finally do it!
